Troubleshooting

App Crashes or Freezes

App Crashes on Launch

Try these steps in order:

1. Force quit the app: Swipe up from bottom, swipe up on Purr Diem
2. Restart your iPhone: Hold power button, slide to power off
3. Update the app: App Store → Updates → Update Purr Diem
4. Update iOS: Settings → General → Software Update
5. Reinstall the app: Delete app, download fresh from App Store

App Freezes or Becomes Unresponsive

1. Wait 30 seconds — large exports or syncs can take time
2. If still frozen, force quit and reopen
3. Check available storage: Settings → General → iPhone Storage
4. Free up space if under 1GB available

iCloud Sync Problems

"Data Not Syncing Between Devices"

Check iCloud Settings:

1. Settings → [Your Name] → iCloud
2. Make sure iCloud is enabled
3. Scroll down to Purr Diem
4. Toggle iCloud sync ON
5. Repeat on all devices

Force a Sync:

1. Open Purr Diem on Device 1
2. Make sure you have internet connection
3. Wait 1-2 minutes for automatic sync
4. Open Purr Diem on Device 2
5. App will sync automatically when network is detected
6. Data should appear within a minute

"Duplicate Events or Expenses"

This can happen if you edit the same event on two devices while offline.

1. Delete the duplicate entries manually
2. Make sure both devices have good internet connection
3. Wait a few minutes for sync to stabilize
4. Going forward, try to edit on one device at a time

"Missing Events After Sync"

1. Force quit and reopen the app to trigger sync
2. Check your filter settings — you might be viewing "Current Events" only
3. Check if iCloud ran out of storage: Settings → [Your Name] → iCloud
4. If iCloud is full, upgrade storage or free up space

Lost or Missing Data

"My Events/Expenses Disappeared"

First, don't panic! Try these recovery methods:

1. Force quit and reopen app: Data might be loading from iCloud
2. Check your filters: Tap the filter button and select "All Events"
3. Check other devices: If you have Purr Diem on iPad/Mac, check there
4. Restore from iCloud backup:
   • Only do this as last resort
   • Settings → General → Transfer or Reset iPhone
   • Erase All Content and Settings
   • Restore from iCloud backup (choose most recent)

"I Accidentally Deleted an Event"

Unfortunately, there's no undo for deletions in Purr Diem. If iCloud sync is enabled:

1. Check another device immediately (if you have one)
2. The deletion might not have synced yet
3. If the event is still there, export it to PDF before it syncs

Prevention tips:

• Export important events to PDF before deleting
• Be careful with swipe-to-delete gestures
• Double-check before confirming deletions

Budget or Total Calculation Issues

"My Budget Total Doesn't Match"

Verify these items:

1. Check that all expenses are saved (not just entered)
2. Look for duplicate expenses
3. Verify expense amounts are correct (no extra zeros)
4. Make sure you're viewing the correct event
5. Force quit and reopen app if sync delays

"Per Diem Total Changed"

For per-day per diems, the total recalculates when event dates change.

1. Check your event start and end dates
2. Count the number of days yourself
3. Verify per diem rate is correct
4. Formula: Rate × Number of Days = Total

"Amounts Show Wrong Decimal Places"

All amounts in Purr Diem should show 2 decimal places. If not:

1. Check your iPhone region settings
2. Settings → General → Language & Region
3. Make sure region is set correctly
4. Restart Purr Diem

Receipt Photo Problems

"Can't Access Camera"

Purr Diem needs camera permission to take receipt photos.

1. Settings → Privacy & Security → Camera
2. Find Purr Diem
3. Toggle ON
4. Return to Purr Diem and try again

"Can't Access Photo Library"

1. Settings → Privacy & Security → Photos
2. Find Purr Diem
3. Select "All Photos" or "Selected Photos"
4. Return to Purr Diem and try again

"Receipt Photos Are Blurry"

Tips for clear receipt photos:

• Clean your camera lens
• Ensure good lighting
• Hold phone steady (lean on table if needed)
• Flatten receipt (not wrinkled or folded)
• Position receipt to fill most of frame
• Tap screen to focus before taking photo

"Receipt Photos Take Up Too Much Space"

1. Check iPhone storage: Settings → General → iPhone Storage
2. Photos are compressed automatically, but originals are large
3. Delete old events you no longer need
4. Or export events to PDF, then delete from app

Export Problems (Premium)

"Export Button Is Grayed Out"

Export features require Premium subscription.

1. Check subscription status: Settings tab → Subscription
2. If subscribed, try Restore Purchases
3. Force quit and reopen Purr Diem
4. Contact support if still not working

"Export Fails or Gets Stuck"

1. Check available storage space
2. Large exports (many receipts) can take 30-60 seconds
3. Try exporting to Files instead of email
4. For very large reports, try splitting into smaller date ranges

"PDF Is Missing Receipt Photos"

1. Verify expenses actually have photos attached
2. Make sure you're exporting to PDF (not CSV)
3. Try deleting export and trying again
4. Check if photos synced from iCloud

"Can't Open CSV in Excel"

1. Open Excel first
2. File → Import → Text/CSV
3. Choose your CSV file
4. Set delimiter to "Comma"
5. Click Import

"Email Won't Send (PDF Too Large)"

If your PDF is over 25MB due to many receipt photos:

• Save to Files → iCloud Drive
• Share link to iCloud Drive file
• Or use file transfer service like WeTransfer
• Or export without receipts (future feature)

Premium Subscription Issues

"Charged After Canceling"

Subscriptions continue until the end of the current billing period.

1. Check your Apple cancellation confirmation email
2. Look for "Your subscription will end on [date]"
3. You'll be charged up to that date
4. After that date, no more charges

"Can't Subscribe — Payment Error"

1. Check payment method in Apple ID settings
2. Settings → [Your Name] → Payment & Shipping
3. Update credit card if expired
4. Or add new payment method
5. Try subscribing again

"Restore Purchases Doesn't Work"

1. Make sure you're signed in with same Apple ID that purchased
2. Check subscription is active: Settings → [Your Name] → Subscriptions
3. Force quit Purr Diem and reopen
4. Try Restore Purchases again
5. Wait 24 hours after purchasing (Apple delay)

"Premium Features Not Unlocking"

1. Force quit Purr Diem
2. Restart your iPhone
3. Reopen Purr Diem
4. Try Restore Purchases
5. If still not working, contact support

General App Issues

"App Is Slow"

1. Close other apps to free up memory
2. Restart your iPhone
3. Check for Purr Diem updates
4. Check for iOS updates
5. Free up storage space (need 1GB+ available)

"Keyboard Won't Appear"

1. Tap outside the text field, then tap back in
2. Force quit and reopen app
3. Restart iPhone
4. Reset keyboard dictionary: Settings → General → Reset → Reset Keyboard Dictionary

"Can't Type in Text Fields"

1. Make sure field is actually selected (blue outline)
2. Try tapping field again
3. Check if keyboard is appearing but off-screen (swipe down from bottom)
4. Restart app

"Dark Mode Looks Wrong"

1. Check iOS dark mode setting: Settings → Display & Brightness
2. Purr Diem follows system setting automatically
3. Force quit and reopen if stuck in wrong mode

"App Won't Update"

1. Check internet connection
2. Check available storage space
3. Try deleting and reinstalling (backup data first!)
4. Sign out of App Store and sign back in

Common Error Messages

"Network Error" or "No Internet Connection"

Solutions:

• Check Wi-Fi or cellular connection
• Toggle Airplane Mode off and on
• Restart iPhone
• Try again later (server might be down temporarily)

"Could Not Save Changes"

• Check internet connection (needed for iCloud sync)
• Check iCloud storage isn't full
• Try saving again
• Force quit app and retry

"This Feature Requires Premium"

You've hit a free tier limit. Options:

• Upgrade to Premium
• Or delete old events/expenses to make room
• Or continue without this feature

"Date Validation Error"

Event end date must be same as or after start date.

• Check your dates
• Make sure end date isn't before start date
• Same-day events are allowed (start = end)

"Cannot Delete Event with Expenses"

This shouldn't happen — it's a bug. Workaround:

1. Delete all expenses first
2. Then delete the event
3. Or report bug to support

Reset or Clear Data

"How to Start Fresh"

If you want to clear all data and start over:

1. Export any data you want to keep (Premium)
2. Delete Purr Diem from your iPhone
3. Settings → [Your Name] → iCloud → Purr Diem → Delete Data
4. Reinstall Purr Diem from App Store
5. Start fresh with empty database

"Reset Settings Only (Keep Data)"

Currently not possible — Purr Diem has minimal settings. To reset preferences:

• Toggle dark mode in iPhone Settings
• Change notification preferences
• That's about it!

Still Need Help?

Before Contacting Support

Please try these steps first:

1. Read relevant help articles above
2. Force quit and reopen app
3. Restart your iPhone
4. Update Purr Diem to latest version
5. Update iOS to latest version

When to Contact Support

• Bug or crash that persists after troubleshooting
• Data loss or corruption
• Billing or subscription issues
• Feature not working as expected
• Question not answered in help docs

How to Contact Support

Email: support@coalsnap.com

Include in your email:

• Description of the problem
• Steps to reproduce the issue
• Screenshots (if applicable)
• Your iPhone model
• iOS version
• Purr Diem version (Settings tab)
• Whether you're using Free or Premium

Response time:

• Premium users: Usually within 12 hours
• Free users: Usually within 24-48 hours